Hi folks,
A request from Waldemar, when you have made a request : be patient, don't send a new e-mail or open a new ticket for the same thing before the end of the delay/ETA/... So the number of mails to read can be reduced. It's annoying to have to read many e-mails from the same person on the same subject, it's represent many time lost because Waldemar try to reply to each message.
I've waited 9 days before to contact Waldemar again. The delay for my request was 5/7 days.
Below, a part of the Waldemar's reply to my request done by the "Contact form". I hope that many of yours could understand the situation.
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Hi dear Randy11,
I am sorry for delay with reply to your message. At the moment it is going really very stressful in our store because of some troubles (too slow production speed) with our new product Onyx Boox Note.
It is kind of a chain of unexpected events, which causes those delays:
1. We were the first and only distributor in western market, who allowed customers to place pre-orders for the new Onyx Boox Note. Our delivery schedule was based on information, provided by the Onyx factory.
2. The device turned to be a much more demanded product than expected and we got an unexpected huge quantity of pre-orders from entire world (five times more pre-orders as for our other bestseller Max2).
3. In February the factory didn't work during Chinese New Year holidays.
4. Since the product is very new, our factory was not really ready to ship immediately the demanded quantity and delivers our goods in quantities, way not enough to cover all the pre-orders. Also the transportation is not always as smooth as expected and parts of our batches are delivered to our warehouse on longer routes. All this causes currently longer processing times and also a huge wave of customer messages, who is pushing us to deliver their orders ASAP. The problem is, some customers are sending multiple messages and altogether I have to balance between reply to thousands of messages like "has it been shipped?" offering technical support, answering technical questions and calls, and also find time for testing and improving our software (which is actually my main task in the company).
As a small company, which is dealing with rather niche products, we are not really prepared to this situation. Since we are trying to keep our prices as low as possible, we cannot afford to increase our staff and are trying to manage the situation with available staff. It is definitely exceptional situation, which will be fixed soon. We are sure we can manage it and everything will be as good as our customers are used to receive from our store.
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About the idea to stop the pre-order :
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Stopping of pre-orders in store would not solve the issue - I did try it in the past and the quantity of messages remained the same just changed to "when it will be available for pre-orders? why did you disable pre-orders ? ... "
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My Max2 is going to be sent Tuesday.